My trip report: Don't stay here.
Check-in/check-out: Never saw more than a handful of agents working, always saw two extremely long lines (25+ people in each) and heard a lot of complaining. Lines not clearly marked and, oddly, the Diamond/Gold HH line has fewer agents dedicated to it than the regular one so moves more slowly. Because of length of line, did not stand in it to check out since I had a flight, but used their "text checkout" which means, I think, they can decline to help correct a folio and then ghost you. So...
Elevators: S-l-o-w. Waiting ten minutes or more at busy times.
Honors. As a Diamond, received the room I booked (high floor, river view). I got 17th floor (hotel has 29 floors) and was told above 17 was an additional upgrade, and I had already received an upgrade to a higher floor than the one I booked. Obviously they play the usual games here, this time using the word "higher" as a booking option. Was offered an upsetl to 26th floor for an extra 380.00 per stay, declined. No complimentary water in room, any of 3 night stay (room not serviced at all on 2nd day), brought up when I asked for it. Not thanked for being a valuable Hilton member at any point.
At check-in, given $10/day credit for breakfast (or any food and beverage/restaurant. Saved to last day. Told waitstaff was using credit for $30. Bill still appeared on final folio and no credit. Final folio also had guests in room as 2. This was wrong. Was told by text from desk staff they could not change it after check out. Seriously? They introduced the error, I have the reservation, but they can't correct it? Sent a follow-up text to that effect, but ignored.
Internet: Interminably unstably slow. And this was the premium internet.
Good Points: After listening to my rant about the line, the check-in person didn't react rudely but just apologized. Likewise, I had an issue with my room, also unsolved, but the person I spoke to on the phone made me feel as though she would have solved it if she could. Both nice agents. Gym: is used by residents of NO as well as hotel guests and was outstanding, well equipped, clean and tons of stuff to do! Miles away from the hotel but a plus is you're already warmed up by the time you've walked down one corridor, turned right, walked down another long one, gone up a second elevator to 6th floor of a different building etc.
Overall: I would never stay here again. I haven't got a lot of patience for waiting in lines in general, and I have a strong sense of "FairPlay" so a hotel like this was torture for me. I really wanted them to do something about the line situation but I could tell that they got the same complaint over and over from the polite and careful way they responded. And it can't be much fun for the staff. Management need to step up.